CDJR of Leesburg

I won’t be back but I know that doesn’t bother this dealership as the service manager, Dave, told me they’re the busiest service department in the area. I made an oil change appointment on Thursday dealership as the service manager, Dave, told me they’re the busiest service department in the area. I made an oil change appointment on Thursday for 12:30pm. I called and asked if I could drop my truck off early and was told that was fine. So I dropped it off at 11:30am. Jose, my service advisor, was communicative and knowledgeable when I dropped it off. I got a text as soon as I left giving me direct access to Jose. I responded with a thank you. No response, but it wasn’t needed. That evening, I reached out as I was not called or texted about my vehicle. No response. It was getting late quickly. It stayed overnight. I waited for a couple of hours in the morning, thinking surely someone will call. No. I reached out just after 10:30am. I called and asked for the manager. Jose told me it was his direct line and he could not transfer me. So I asked him what the update on my truck was seeing as they had it for nearly a day and no communication whatsoever. He had no idea but said he would call me right back. Twenty minutes later, I was leaving a message for the service manager and then Jose got back on the phone. He told me he hadn’t had time to go to shop to find out what was happening because he stopped at the bathroom and by the time he was going to the shop, I was calling back. I told him I was on my way to pick up my truck, whether or not it had been serviced. He said okay and practically hung up on me. By the time I arrived, it was about twenty minutes later. At this point, Jose still had no idea where my truck was and what was going on. I waited for an update on my truck and for the service manager. Jose came over maybe ten minutes later to tell me my oil change was being finished up and would be done in twenty minutes. It felt like they started it rather than just giving me the truck without doing the oil change. I don’t feel like it was started before I told Jose I wanted my truck back. The service manager became available and he very assertively told me that this shouldn’t have happened but could happen again. He said this was his service advisor’s fault and that he was terrible with communication in this instance but that didn’t make him a bad person. I’m not sure why he brought character into the conversation but he very succinctly threw his employee under the bus without taking any accountability. He told me his shop was under staffed by ten people and he’s the busiest shop. So rather than running the shop as if he is down ten people, he makes appointments as if he can get an oil change done before 24 hours and doesn’t set the expectation. He also told me the reason my truck wasn’t completed last night is because the lift broke. Because the lift broke, they couldn’t drop the truck and then finish my oil change. The tech didn’t tell the advisor and the advisor didn’t follow up. Coincidentally, when I call, the lift suddenly worked and they were able to finish the oil change? The service manager told me that the diesel tech came in on his day off to finish my truck, as if they were doing me a favor. So Dave told me he wasn’t responsible for his shop and advisor, but he did admit that if I had not called, there would have been a longer delay and he admitted this shouldn’t happen. In the end, I got my truck, and told them to skip the free car wash because this threw a massive wrench in my day. Of course, I paid full price. No surprise there. And I got my truck at 12:00. 23.5 hours after the appointment was scheduled and 24.5 hours after I dropped it off. So, my recommendation to everyone is don’t go to this dealership. They don’t care if they inconvenience you and the service manager runs a toxic shop with no care to efficient and effective scheduling. If you’re down 10 people, change your schedule, Dave. You’re overbooked. You don’t care about the customers or the employees. More

Excellent customer service of all staff. Really thankful, I wish service can be done in less waiting time. Really thankful, I wish service can be done in less waiting time. More

Otto was very professional, knowledgeable and easy to work with. My concern is the cost of replacing the two batteries on a Chrysler Pacifica costing $760. The "start-stop" feature light came on the dash work with. My concern is the cost of replacing the two batteries on a Chrysler Pacifica costing $760. The "start-stop" feature light came on the dash which initiated the repair work. I usually turn that feature off when I drive the car. Is there a way of permanently disengaging that feature so the secondary battery does not need to be replaced in the future? Also, I was told it cost approx. $200 to turn off the warning light on the dash. Is that a fair cost? More

Great job! Even though my car was not yet showing signs of engine trouble the tech followed his gut and requested more time. He found an issue with the engine w Even though my car was not yet showing signs of engine trouble the tech followed his gut and requested more time. He found an issue with the engine which allowed for it to be repaired before it became a much bigger issue. More

They were very easy to work with and handled my concerns to the fullest in a very timely manner. to the fullest in a very timely manner. More

Great experience with knowledgeable professionals that get the job done for you no matter what get the job done for you no matter what More

Always takes 3-4 hours for oil change- too long in my estimation. Hope I get Kobe every time because he made it bearable. estimation. Hope I get Kobe every time because he made it bearable. More

excellent service outstanding customer service and very timely I would refer anybody interest in buying a car to visit timely I would refer anybody interest in buying a car to visit More

Almost everything about my experience with this dealership was poor. The communication and the service were sub-standard. dealership was poor. The communication and the service were sub-standard. More

Katie Marsh makes my visits the best. Tells me what needs to be done and does it. Jeff my mechanic awesome video. Great service. Did everything I expected. Mark customer service g Tells me what needs to be done and does it. Jeff my mechanic awesome video. Great service. Did everything I expected. Mark customer service guy. Real nice and made sure I had everything I needed. Jay my sales guy greeted me. Let me know he was there for me if I need anything. This is what a win Ing team looks likes. Keep people like this around and I’ll keep coming back! More